Return & Exchange Policy
Mae & Marie is dedicated to providing our customers with top-tier service and the highest quality of merchandise. In order to best serve all of our customers we allow the same return and exchange policy for both in-store and online orders. All unworn clothing with tags attached and accompanied by a receipt showing purchase may be exchanged or returned for store credit only within 14 days of original purchase. A store credit receipt acts as cash and must be presented at the time of use.
A return authorization must be requested within 14 days of the original receipt. All sale items, jewelry, and undergarments are FINAL sales. When returning footwear please include the original box and duster bags.
Upon approval of your return request, you will be responsible for purchasing a shipping label and returning your item(s) to the following address:
Mae & Marie
3170 E Camelback Rd.
Phoenix, AZ 85016
Once we have received your return you will be notified. Please allow 1-2 business days to process your return. Once your return has been processed we will issue you a store credit in the amount of item(s) returned. Shipping will not be refunded and you will be charged for shipping on each order shipped including exchanges.
Return approval is at the discretion of our Mae & Marie team and we reserve the right to deny any return that does not comply with our policy. Mae & Marie is not responsible for wear and tear and any changes that occur to an item, due to the nature of garment materials. Denied returns will be shipped back to the customer. To ensure a positive experience for all of our clients.
HOW DO I RETURN AN ITEM?
If you have a customer account you may file a request by visiting this link and following the steps to request a return.
If you do not have a customer account please follow the directions below to request a return.
Email firstname.lastname@example.org. In the subject line include "Return Request Order #(Enter order #)". In the body of the email please include the name, SKU, and size of the item(s) you would like to return and a reason for your return. If you would like to exchange your item(s) please let us know what item(s) and size(s) you would like to exchange for. Once we receive your return request we will respond with instructions on how to return your item(s). If your return request is not approved our team will let you know. You will be responsible for the return shipping label. Once your item(s) are received you will be notified and we will begin to process your return and issue you store credit or ship your new item(s). Please be advised that you will be charged for shipping on all orders shipped, including exchanges. Please allow us 1-2 business days to process your return.
Once your order has been placed and fulfilled we are unable to cancel your order. Any order cancellation requests will be directed to follow our return policy. For orders that have not been fulfilled, you may cancel your order up to five hours after placing the order. Approved order cancellations will be charged $10 as a restocking fee.
We process orders Monday through Saturday, excluding holidays. Orders received on weekdays after 2pm Arizona time, on weekends or holidays reserve the right to begin processing the next business day. We ship most orders same day but require 48 hours after the order is received to ship.
Domestic Shipping Options and Rates
All items are shipped through USPS Priority Shipping so you can expect to get purchase within 2-3 business days. Shipping costs are non-refundable.
Ground shipping (2-7 business days): FREE on orders over $250
Ground shipping (2-7 business days): $15 on orders under $250
Overnight (1-2 business days): $50
In-store pick-up orders
Orders received Monday - Saturday 10am - 2pm Arizona time, may be eligible for pick up on the same day as purchase. Orders received after 2pm Arizona time, Monday - Saturday and all day Sunday reserve the right to begin processing the next business day. In-store pick up orders may be picked up only after receiving an email confirmation stating that your order is ready for pickup and during store hours Monday - Saturday 10am - 5pm.
Track Your Order
You can quickly and easily track the progress of your shipped order through the shipping carrier's website:
- Find the USPS or UPS tracking number in your shipping confirmation email.
- Click on the tracking number link to view your order's tracking page on the shipping company's website. If clicking on the number doesn't work automatically, visit www.usps.com or www.ups.com and enter the number in your shipping confirmation email to track your order.
Missing packages & Liability
As the seller, we are responsible for the package during the shipping process until it is confirmed as "Delivered," "Notice Left," or "Signed By" by the buyer.
What to do for USPS missing packages:
1. Call 1 (800) 275-8777 and speak with customer service for a tracking update and to request contacting the driver who delivered your package.
2. Ask neighbors.
3. Submit a search to Missing Mail search request.
4. If mail isn’t recovered, you may be able to file an insurance claim.
If you intentionally give false information to USPS or other carriers regarding the delivery of a package that you actually received, it is considered fraud and legal action may be taken against you.